Solving Avigilon Camera Installation & Connection Issues

A Guide to Solving Common Avigilon Installation Problems

Installing professional-grade Avigilon cameras requires careful attention to network configuration and physical setup. When a camera fails to connect or appear in the Avigilon Control Center (ACC), it's typically due to a handful of common issues. This guide provides a systematic approach to troubleshooting Avigilon installation problems.

Step 1: Verify Physical Connections and Power

Before diving into software, ensure the hardware is correctly set up.

• Check Ethernet Cabling: Use a reliable cable tester to confirm your Ethernet cable is terminated correctly and has no faults. Ensure the cable is securely plugged into both the camera and the network switch port.
• Confirm Power over Ethernet (PoE): Most Avigilon cameras are powered via PoE. Check the camera's datasheet for its power requirements (e.g., PoE/802.3af, PoE+/802.3at, or PoE++/802.3bt).
  • Verify that the network switch or PoE injector you are using can supply the required wattage.
  • Look at the LED indicator lights on the camera's network port. A solid or blinking green light usually indicates a successful network link, while an amber light can indicate the speed. No lights often point to a power or cable issue.

Step 2: Camera Discovery on the Network

If the physical connection is sound, the next step is to discover the camera on the network. The Avigilon Camera Configuration Tool is essential for this.

Problem: Camera Not Found by Configuration Tool

• Same Subnet: The computer running the tool must be on the same IP subnet as the camera. By default, Avigilon cameras are set to DHCP. If your network has a DHCP server (like most routers), the camera will be assigned an IP address automatically.
• No DHCP Server: If your network does not use DHCP, the camera will default to a zero-configuration IP address in the 169.254.x.x range. To connect, you must manually set your computer's IP address to one in the same range (e.g., IP: 169.254.1.100, Subnet Mask: 255.255.0.0).
• Firewall Issues: Windows Firewall or other security software on your computer can block the camera discovery process. Temporarily disable the firewall to see if the camera appears in the tool. If it does, you will need to create an exception for the Avigilon tools.

Step 3: Connecting the Camera to the ACC Server

Once you can see the camera in the Configuration Tool and have set its IP address, you can connect it to your ACC Server.

Problem: Camera Shows as "Disconnected" in ACC

1. Verify Network Connectivity: From the ACC Server, open a Command Prompt and try to ping the camera's IP address (e.g., ping 192.168.1.50). If you get a "Request timed out" response, there is a basic network connectivity issue between the server and the camera that must be resolved.
2. Check Credentials: When adding the camera to ACC, you must provide the camera's username and password. If these are incorrect, ACC will show an "Authentication Error" or "Login Failed" status.
   • Log in to the camera's web interface directly from a browser to confirm you have the correct credentials.
   • Remember that if you have updated the camera's administrator password, you must also update it in the ACC Server's camera settings.
3. Firewall Ports: Ensure that no network firewalls are blocking the ports that Avigilon uses for communication between the server and the cameras. Refer to the Avigilon documentation for the specific ports required for your version of ACC.

Step 4: Final Checks

• Factory Reset: If you are unable to access a camera because its IP configuration is unknown or the password is lost, a factory reset may be necessary. This involves pressing a recessed reset button on the camera (refer to the model's installation guide for the exact procedure). A reset will revert the camera to its default settings, including DHCP and default credentials (e.g., admin/admin).
• Firmware Compatibility: Ensure your camera's firmware is compatible with your version of the ACC Server. It is good practice to upgrade the firmware to the latest version recommended by Avigilon.

By following this structured approach, you can efficiently diagnose and resolve the vast majority of Avigilon installation issues.